• Directing and managing up to a team of 10-12 Technical Care Managers• Managing the staff who support residential customers through day to day activities which include call receipt, account and billing inquiries, collections, dispute resolution, adjustments, trouble reporting/resolution and ensuring world class customer service• Providing direction and guidance to direct reports.• Developing data driven business plans for group operations including budget development•Monitoring and ensuring accountability for the application of operating systems, including policy and procedures, operating structure and information flow•Ensuring performance and quality standards through coaching and development•Directing the flow of the operation and determining how to fix problems as they arise•Influencing decisions regarding the hiring, performance related issues, promotional activity and pay decisions for all call center staff

• Leading a team of subject matter experts that provide 24/7 support to frontline agents in EMEA by providing technical and process guidance, handling supervisor escalations, assisting frequent callers and following up on callback commitments.• Providing individual coaching to my direct reports, hosting team meetings and leading huddles.• Quality observations of both calls and chat interactions.• Focusing on exceeding targets and contributing to overall EMEA results to reduce cost.• Me and my team provide additional product and process related trainings to frontline agents.

• Leading a team of 15 ICM agents that provide over the phone support to residential customers.• Providing direct reports with coaching during 1x1 sessions, team huddles or meetings.• Focusing on exceeding internal targets in order to reduce cost.• Quality observations (live calls, recorded calls) to mantain call quality.• Reviewing performance reports and creating data based actions plans leading towards improvement.

• Subject matter expert supporting individual production teams.• Team manager backup.• Leading product/process related huddles or team meetings.• First point of contact for supervisor escalations.• Quality and performance monitoring.

• Answering in-bound support related phone calls.• Providing support for all U-verse products through customer interaction and the use of industry leading diagnostic tools.• Maintaining customer relationship management.• Handling inquiries from customers related to services, network coverage, features, handsets & devices, accessories, repair & troubleshooting, billing and rate plans service activations and changes.